Field Service Manager

Title: Field Service Manager (WORD version ) (Customer diagram)

Industry: Telecommunications

Function: Customer Service

Value-Added Results/Weights Performance Standards

Satisfied Customers (30%)
• Serviced and functioning Customer Provided Equipment (CPE)
• Average score of 4—4.5 on customer survey of service satisfaction.
• Service System tracking reports show:

• No more than 2%—5% repeat calls /month.

• Meets contract commitments for response time:

Alerts = 2 hours, Priority = 4 hours, Routine = 8 hours.

• No more than the following missed commitments /month:

Alert = 2%—4% , Priority = 2%—4%, Routine = 5%—10%.

• General Manager says there are no justified complaints concerning out-of-hour expenses.

• Answered technical questions • Customer says technical solution or advice worked.
• Responses are within 6—8 hours of request.

• Resolved technician/customer conflicts • Field Service Manager responds to customer within 2—3 hours of learning that the problem exists.
• Customer is satisfied that:

• The problem will not recur.

• Technician has been made aware of problem and customer expectations.

• Field Service Manager listened and responded to customer concerns.

Sales marketing productivity improvements (10%)
• Technical support for sales proposals, contract renewals and presentations
• (Shared) Account Manager says that:
• Support is creative, the ideas have never been tried before, were borrowed from outside, or were never applied to this type of situation before.

• Support is suited to customer situation and needs.

• Port costs are competitive when compared to benchmarks.

• Meets deadlines as defined in contract where 1 exists, or meets the Account Manager's agreed-upon time frame.

• For contract renewals, the proposal reaches the customer within 3—4 weeks of contract expiration date.

Service manpower requirements (10%) • Anticipated manpower needs are conveyed weekly to the Customer Service Center between noon and 4 p.m. Friday.
• Anticipated needs match actual service report data.

Revenue and profit margin (30%)
• Financial targets

• Overall CPE margins for maintenance

• Manpower forecasts
• $XX to $YY revenue.
• ± 5% of average forecast CPE margin for maintenance.

• GM Field Service:

• Receives the forecast for the coming 6 months in June and December.

• Says projected needs appear sound compared to Service System tracking results, new contracts and renewals.

Motivated and productive employees (20%)
• Goals

• Guidance

• Priorities

• Budget

• Compensation

• Rewards

• Feedback

• Schedules

• Development
• The General Manager is satisfied that:
• All employees understand how Company is performing and what contribution they make toward Company goals.

• All employees have written performance plans, including value drivers.

• All employees know how they’re doing compared to their performance standards.

• Employees have the skills and knowledge to do their jobs, or a plan to obtain them.

• All employees receive an annual performance review.

• An ongoing informal recognition system exists.

• Salary treatment is consistent with union by-laws.

Customer Diagram: Field Service Manager

Value-Added Results/Weights	Performance Standards
Satisfied Customers (30%) • Serviced and functioning Customer Provided Equipment (CPE)	• Average score of 4—4.5 on customer survey of service satisfaction. • Service System tracking reports show: • No more than 2%—5% repeat calls /month. • Meets contract commitments for response time: Alerts = 2 hours, Priority = 4 hours, Routine = 8 hours. • No more than the following missed commitments /month: Alert = 2%—4% , Priority = 2%—4%, Routine = 5%—10%. • General Manager says there are no justified complaints concerning out-of-hour expenses.
• Answered technical questions	• Customer says technical solution or advice worked. • Responses are within 6—8 hours of request.
• Resolved technician/customer conflicts	• Field Service Manager responds to customer within 2—3 hours of learning that the problem exists. • Customer is satisfied that: • The problem will not recur. • Technician has been made aware of problem and customer expectations. • Field Service Manager listened and responded to customer concerns.
Sales marketing productivity improvements (10%) • Technical support for sales proposals, contract renewals and presentations	• (Shared) Account Manager says that: • Support is creative, the ideas have never been tried before, were borrowed from outside, or were never applied to this type of situation before. • Support is suited to customer situation and needs. • Port costs are competitive when compared to benchmarks. • Meets deadlines as defined in contract where 1 exists, or meets the Account Manager's agreed-upon time frame. • For contract renewals, the proposal reaches the customer within 3—4 weeks of contract expiration date.
Service manpower requirements (10%)	• Anticipated manpower needs are conveyed weekly to the Customer Service Center between noon and 4 p.m. Friday. • Anticipated needs match actual service report data.
Revenue and profit margin (30%) • Financial targets • Overall CPE margins for maintenance • Manpower forecasts	• $XX to $YY revenue. • ± 5% of average forecast CPE margin for maintenance. • GM Field Service: • Receives the forecast for the coming 6 months in June and December. • Says projected needs appear sound compared to Service System tracking results, new contracts and renewals.
Motivated and productive employees (20%) • Goals • Guidance • Priorities • Budget • Compensation • Rewards • Feedback • Schedules • Development	• The General Manager is satisfied that: • All employees understand how Company is performing and what contribution they make toward Company goals. • All employees have written performance plans, including value drivers. • All employees know how they’re doing compared to their performance standards. • Employees have the skills and knowledge to do their jobs, or a plan to obtain them. • All employees receive an annual performance review. • An ongoing informal recognition system exists. • Salary treatment is consistent with union by-laws.